Widerrufsrecht
Ovetrix Return & Refund Policy
Last Updated: September 3, 2026
At Ovetrix, we want you to be satisfied with your purchase. If you experience any issue with your order, please contact us and we will do our best to help.
1. Return Period
We accept eligible returns within 30 days of delivery.
To be eligible for a return:
- The item must be unused and in its original condition.
- The item must be returned with its original packaging, where applicable.
- You must provide your order number or proof of purchase.
- The return request must be submitted within 30 days of delivery.
Items that have been used, damaged, altered, or are otherwise not in their original condition may not be eligible for a return.
2. Personalized & Custom-Made Products
Personalized and custom-made products are made specifically according to the customer’s requirements.
Therefore, customized products are not eligible for return or refund due to change of mind, incorrect selection, or personal preference, unless required by applicable consumer protection laws.
However, if a customized product:
- arrives damaged;
- has a manufacturing defect;
- contains an incorrect customization caused by us; or
- materially differs from the approved order details,
please contact us and we will provide an appropriate solution, which may include a replacement or refund.
3. Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or incorrect, please contact us within 7 days of delivery.
Please provide:
- Your order number
- A description of the issue
- Clear photos or videos showing the product and packaging
We will review your request and, where appropriate, provide a replacement, refund, or other suitable solution.
Please do not dispose of damaged products or packaging before contacting us, as they may be required for a shipping claim.
4. Change-of-Mind Returns
For eligible non-customized products, you may request a return within 30 days of delivery.
For change-of-mind returns:
- The customer is responsible for return shipping costs.
- The product must be unused and in its original condition.
- Original shipping fees are generally non-refundable.
Any refund will be processed after the returned item has been received and inspected.
5. Return Shipping Costs
If the return is caused by a customer changing their mind, ordering the wrong item, or no longer wanting the product, the customer is responsible for the return shipping cost.
If the return is caused by an item being defective, damaged during delivery, or incorrectly fulfilled by Ovetrix, we will cover reasonable return shipping costs where applicable.
6. Refunds
Once we receive and inspect your returned item, we will notify you whether your refund has been approved.
If approved, the refund will be issued to your original payment method.
Depending on your payment provider or financial institution, it may take additional time for the refund to appear in your account.
7. Lost or Missing Packages
If tracking information indicates that your package has been delivered but you cannot locate it, please contact us as soon as possible.
We may ask you to:
- Check around your delivery location;
- Check with household members or neighbors;
- Contact the shipping carrier; or
- Provide additional information required to investigate the delivery.
We will work with you and the carrier to investigate the issue.
8. Packages Returned to Us
If a package is returned to us because the customer:
- provided an incorrect or incomplete address;
- refused delivery;
- failed to collect the package; or
- was unavailable to receive the package after repeated delivery attempts,
we will contact you regarding the available options.
Additional shipping costs may apply if the package needs to be reshipped.
If you choose not to have the package reshipped, any refund may be reduced by applicable shipping, return, or other costs incurred by us, to the extent permitted by applicable law.
9. Exchanges
We generally do not offer direct exchanges.
If you need a different product, size, or variation, you may return the eligible item and place a new order.
Customized products generally cannot be exchanged unless the product is defective, damaged, incorrectly made, or otherwise does not conform to the order.
10. Non-Returnable Items
The following products are generally not eligible for return:
- Personalized or custom-made products, except where defective, damaged, incorrectly fulfilled, or otherwise required by applicable law
- Used or damaged products
- Products marked as final sale
- Gift cards
- Items that cannot be returned for hygiene or safety reasons, where applicable
11. Final Sale Items
Products clearly marked as Final Sale are not eligible for return or refund, except where required by applicable law.
12. How to Request a Return
To request a return, refund, replacement, or report an issue with your order, please contact us:
Email: support@ovetrix.com
Please include:
- Your order number
- The reason for your request
- Photos or videos, if applicable
We will review your request and provide further instructions.
13. Consumer Rights
This policy does not limit any mandatory rights you may have under applicable consumer protection laws.
Where local law provides consumers with additional rights, those rights will continue to apply.
14. Contact Us
If you have any questions about this Return & Refund Policy, please contact us:
Ovetrix
Email: ovetrix@163.com